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Over 100 programs disappeared overnight. Today, June 8, 2021, I was about to watch a saved show and saw ZERO items in my Saved view in Contour. Checked another of my Contour devices and the app - gone. Worse yet, the deleted items was empty so no opportunity to retrieve. I was at 84% of capacity last night which is why I set aside some time today to binge a few items. Called 3 times and 3 times the agent conveniently (intentionally perhaps?) dropped my connection. Guess the whole script about getting our number at the start to call us back is just empty words. On my final call, the agent did say that she had been getting a rise in calls about this issue today. So at least it wasn't just me. All I want is for this system to work as advertised. What's the point of promoting that we can use Contour to build a digital library if they are just going to dump it indiscriminately without notice.
We're on to you Cox. I saw a similar thread posted about this was already locked after just two hours.
Very unhappy with the indifference you demonstrate to your customers. First chance a new cable provider comes into town, you are gone.
done and it failed. I have no clue if I have a traditional DVR. That, in my opinion, is the responsibility of the tech support staff that I called 3 times. They all asked me that and all happened to "lose" the connection when I challenged them. It's a major fail. I would feel better knowing why you are even asking this. You are perpetuating a myth that somehow this was the customer's fault.
Here is my frustration. Last year, Cox sent a notice that all existing DVR users were mandated to switch to Contour. We had no choice in the matter. So I arranged to have a tech come out to take the old boxes away and set up Contour. No one ever offered or mentioned if I would prefer cloud or hard drive. So I put this back on you. What do your files say Cox installed.
How much more for Cloud storage? If I watched a Cloud-stored program twice, would Cox add the twice-bandwidth to my data cap? If the Cloud server loses my recorded shows, would Cox restore them from backup? Does Cox have a backup for recorded shows?
Done. Sent at 912 PM PT with subject line - escalation request: all programs on DVR deleted without permission.
New problem detected. After trying all of the recommended steps (reboot, system refresh, etc.) I tried starting over with recording a couple of shows. Went to bed and next day found they didn't record. Tried again, same issue. Then it dawned on my what is happening.
Cox systems are clearing out all recordings the next day. Recordings are only preserved on the day they were recorded.
To test this, I set up 9 different shows yesterday from 8 AM to 1 PM. That evening, I found all 9 and was able to watch, stop, rewind, all the things I normally would do. Woke up this morning and all 9 were removed. Not deleted, because that would at least allow be to recover them. Gone. As if, never recorded at all. I just see a message that I have no recordings yet.
Somebody somewhere in the massive Cox enterprise that I pay hundreds of dollars a year to is pushing buttons they aren't trained for. And you need to find a solution soon or consider cutting big refund checks.